Rohit Puri
Oracle | Technical Program Manager | Business Analyst | Delivering Enterprise Projects & Process Optimization | Release & Lifecycle Management | 20+ Years Cloud Infrastructure & Support Readiness | Avid Mountain Biker
- Role
- Senior Principal Program Manager, Analytics and Ai at Oracle
- Location
- Santa Clara, CA, US
- LinkedIn followers
- 500 followers
About Rohit Puri
20+ years of in-depth experience providing central focus of managing large global teams in completing complex multi-country projects to align people, process, and technology driving measurable outcomes. I\'ve led large global teams across complex multi-country projects, built standardized support models, and taken products from concept to final customer delivery — while aligning skills and resources where needed mostLed streamlining of support operations and processes for companies acquired by Oracle, accelerating post-merger integration and ensuring continuity of service delivery across global teams. Currently driving the adoption of Agentic AI solutions to modernize customer service operations — including intelligent ticket routing, automated triage, AI-powered resolution workflows, and predictive escalation systems that measurably reduce resolution times and improve customer satisfaction at scale. Strong leadership and communication skills to effectively manage production support and evolution of new products, Customer Support operations strategy planning and assessment.Specialties- Support Services Strategy & Operations - Strong organizations knowledge of Support Operations- Global Team Leadership and Change Management - Reporting & Decision Intelligence on standardizing processes- Customer Service Automation and Agentic AI Implementation - reducing resolution times and improving CSAT through end-to-end AI-assisted support processes- AI-Powered Process Optimization — intelligent ticket triage, automated routing, and AI driven resolution workflows-Demonstrated skills in requirements gathering, resource organization, project/task prioritization and schedule development
Experience
Senior Principal Program Manager, Analytics and Ai
Apr 2014 — Present
Education
University of Maryland Baltimore County
B. S., Information Systems Management
1990 — 1994
University of Maryland Baltimore County
Bachelor of Science
American University
M.S., Information Systems Management
1994 — 1996
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